Class: ZendeskTicket

Inherits:
Object
  • Object
show all
Defined in:
lib/zentool/zendesk_ticket.rb

Instance Attribute Summary collapse

Instance Method Summary collapse

Constructor Details

#initialize(username, password, domain) ⇒ ZendeskTicket

Returns a new instance of ZendeskTicket.



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# File 'lib/zentool/zendesk_ticket.rb', line 15

def initialize(username, password, domain)
  @root_uri = "https://#{domain}.zendesk.com/api/v2/"
  @start_time = Time.new('2016-01-01').to_i
  @tickets_uri = @root_uri + "incremental/tickets.json?start_time=#{@start_time}"
  @username, @password, @domain = username, password, domain
end

Instance Attribute Details

#domain ⇒ Object

Returns the value of attribute domain.



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# File 'lib/zentool/zendesk_ticket.rb', line 13

def domain
  @domain
end

#password ⇒ Object

Returns the value of attribute password.



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# File 'lib/zentool/zendesk_ticket.rb', line 13

def password
  @password
end

#root_uri ⇒ Object

Returns the value of attribute root_uri.



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# File 'lib/zentool/zendesk_ticket.rb', line 13

def root_uri
  @root_uri
end

#start_time ⇒ Object

Returns the value of attribute start_time.



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# File 'lib/zentool/zendesk_ticket.rb', line 13

def start_time
  @start_time
end

#tickets_uri ⇒ Object

Returns the value of attribute tickets_uri.



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# File 'lib/zentool/zendesk_ticket.rb', line 13

def tickets_uri
  @tickets_uri
end

#username ⇒ Object

Returns the value of attribute username.



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# File 'lib/zentool/zendesk_ticket.rb', line 13

def username
  @username
end

Instance Method Details

#basic_auth ⇒ Object 



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# File 'lib/zentool/zendesk_ticket.rb', line 70

def basic_auth
  {
    basic_auth: {
      username: @username,
      password: @password
    }
  }
end

#check_auth ⇒ Object 



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# File 'lib/zentool/zendesk_ticket.rb', line 79

def check_auth
  response = HTTParty.get(@tickets_uri, basic_auth)
  unless response.code == 200
    puts "Error #{response.code}: #{response.message}"
    abort
  end
end

#download_tickets ⇒ Object 



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# File 'lib/zentool/zendesk_ticket.rb', line 39

def download_tickets
  @tickets ||= begin

    first_page = HTTParty.get(@tickets_uri, basic_auth)
    # puts first_page
    tickets = first_page['tickets']
    next_url = first_page['next_page']
    count = first_page['count']
    puts "   Got: #{count}"

    while count == 1000
      next_page = HTTParty.get(next_url, basic_auth)
      tickets += next_page['tickets']
      next_url = next_page['next_page']
      count = next_page['count']
      puts "   Got: #{count}"
    end
  end
  tickets
end

#export_columns ⇒ Object 



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# File 'lib/zentool/zendesk_ticket.rb', line 60

def export_columns
  %w(id type subject status user_priority development_priority company project
     platform function satisfaction_rating created_at updated_at)
end

#metric_columns ⇒ Object 



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# File 'lib/zentool/zendesk_ticket.rb', line 65

def metric_columns
  %w(initially_assigned_at solved_at full_resolution_time_in_minutes
     requester_wait_time_in_minutes reply_time_in_minutes)
end

#retrieve_fields(tickets_in) ⇒ Object 



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# File 'lib/zentool/zendesk_ticket.rb', line 87

def retrieve_fields(tickets_in)

  puts '   Total tickets = ' + tickets_in.count.to_s
  puts

  CSV.open('all_tickets.csv', 'wb') do |csv|
    csv << self.export_columns + self.metric_columns
  end

  tickets = Array.new

  print "Enter number of tickets (max of #{tickets_in.count.to_s}): "
  number_of_tickets = gets.chomp.to_i
  puts

  progressbar = ProgressBar.create(title: "#{number_of_tickets} Tickets",
    starting_at: 0, format: '%a |%b>>%i| %p%% %t', total: number_of_tickets)

  tickets_in.first(number_of_tickets).each do |ticket|
    CSV.open('all_tickets.csv', 'a') do |csv|
      row = []
      info = Hash.new
      metrics_info = Hash.new
      self.export_columns.each do |column|
        case column
        when 'type'
          info['type'] = ticket['custom_fields'][0]['value']
          row << info['type']
        when 'user_priority'
          info['user_priority'] = ticket['custom_fields'][1]['value']
          row << info['user_priority']
        when 'development_priority'
          value = ticket['custom_fields'][2]['value']
          if value
            info['development_priority'] = "d#{value[-1]}" if value[-1].to_i > 0
          else
            info['development_priority'] = value
          end
          row << info['development_priority']
        when 'company'
          info['company'] = ticket['custom_fields'][3]['value']
          row << info['company']
        when 'project'
          info['project'] = ticket['custom_fields'][4]['value']
          row << info['project']
        when 'platform'
          info['platform'] = ticket['custom_fields'][5]['value']
          row << info['platform']
        when 'function'
          info['function'] = ticket['custom_fields'][6]['value']
          row << info['function']
        when 'satisfaction_rating'
          info['satisfaction_rating'] = ticket['satisfaction_rating']['score']
          row << info['satisfaction_rating']
        else
          info[column] = ticket[column]
          row << info[column]
        end
      end

      begin
        metrics = HTTParty.get("#{@root_uri}tickets/#{ticket['id']}/metrics.json", self.basic_auth)
        self.metric_columns.each do |column|
          if metrics['ticket_metric']
            case column
            when 'solved_at', 'initially_assigned_at'
              metrics_info[column] = metrics['ticket_metric'][column]
            else
              metrics_info[column] = metrics['ticket_metric'][column]['business']
            end
            row << metrics_info[column]
          end
        end
      rescue
        retry
      end

      this = Ticket.new(info, metrics_info)
      tickets << this
      csv << row
      progressbar.increment
    end
  end
  tickets
end

#run ⇒ Object 



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# File 'lib/zentool/zendesk_ticket.rb', line 22

def run

  puts 'Checking authentication...'
  check_auth
  puts 'Authentication successful!'
  puts
  puts 'Envision Zendesk Tickets'
  puts '------------------------'
  puts '-> Retrieving Tickets...'

  tickets_in = self.download_tickets
  tickets = self.retrieve_fields(tickets_in)
  metrics = Metrics.new(tickets)
  metrics.graph
  metrics.save
end